First cruise on Norwegian Jewel - 9/14/13

[smurfjet]

Norwegian Jewel, Alaska cruise, originating 9/14/13

 

Preparing for this cruise, I read at least fifty reviews on various websites. I still had many questions, and NCL’s website was of little help. Worse, NCL’s website had some contradictory and incorrect information. It is obvious that NCL’s management does not review their website, or does not care. In a business as competitive as Alaska cruising, that is both surprising and disappointing. The onboard staff worked extremely hard to insure that their customers had an enjoyable experience. It’s unfortunate that the “back office” provides so little help.

 

To NCL’s credit, they e-mailed some very helpful information about dining, the tip policy, prohibited items on the ship, and packing recommendations. However, other helpful information was conspicuously absent. Some of the information about dress codes was confusing, but that was a minor issue.

 

My wife wanted to leave an emergency contact number. I checked the NCL website, with no luck, including their site map and internal search engine. I finally found the number, using Google search. It provided a link to a USA Today article on cruising that listed the number. My wife later found the number on NCL’s website, after considerable looking. Why isn’t this provided with the cruise documents?

 

In the way of background, I am a first-time cruiser, other than a delightful Mississippi River cruise a few years ago, and several less-than-delightful cruises on big, gray ships with guns and missile launchers. We live near the Pier 66 berth used by NCL in Seattle.

 

The first issue was learning the best time to appear at the departure terminal. NCL’s e-mail referenced “embarkation time” without defining the term, or providing a clock reference. It stated: “EMBARKATION: Guests check in begins at 12:00 PM Please do not arrive earlier than 1 hour prior to embarkation time shown here”<sic>. Departure time was clearly stated as 4:00 pm. Next question: when should I appear, given that I’d completed the on-line check-in? Depending on where I looked in the NCL website, that was either no earlier than one hour prior to embarkation time or no later than one hour prior to embarkation time. The website also stated that, for security reasons, all passengers must be aboard no later than two hours prior to departure time. Another e-mail document stated: “Embarkation time is when you should arrive at the cruise terminal. We ask that you please do not arrive any earlier than one hour prior to the embarkation time noted in your eDocs, because security regulations might prohibit early entrance.” Huh?

 

I should state that my goal was to avoid waiting in a long line, the result of careers with the Navy and airlines. I wanted to know the best time to appear, for the shortest time in line. I was unclear about where the actual check-in area would be (before or after the security screening). It’s beyond the security screening area.

 

I walked to the Pier 66 terminal, and sought guidance from the security staff. I was told that they open the security line at 10:15, and that boarding normally begins about an hour later. I was told that there was a nice waiting area beyond the screening point, and that the lines would be about an hour long at noon. They were a better source of information than NCL.

 

On the “big day”, we arrived at 10:30. We checked our bags at curbside, giving a tip to the very helpful gentleman who handled them for us. The security screening went very quickly. It is similar to that for airports, but with fewer restrictions. Basically, no weapons or booze. By 10:30, several people had completed screening, and we noticed a large charter bus pull in as we entered the building.

 

Beyond security screening and a flight of stairs was a large holding area for passengers. There were many check-in counters, and that process went very smoothly. Many staff members were present to guide us, and all were friendly and helpful. The holding area filled quickly, so we were happy that we’d arrived early, with no thanks to NCL’s guidance. Restrooms and water fountains were available, as were ice water and orange juice. I’ve no complaints about this entire process, but would recommend arriving before 11:00, unless you enjoy standing in lines (after 20 years in the Navy, I do not!). Boarding is by groups, similar to some airlines. We were assigned to Group 2, which boarded after handicapped passengers and those in Group 1. We boarded around 11:45.

 

Aboard the ship, we followed the crowd to the Atrium, on Deck 7, then headed directly to the buffet (Garden Café), located on Deck 12. So did everyone else, and it quickly became crowded. We took our food to a table in La Cucina, an Italian specialty restaurant that provides overflow seating for breakfast and lunch. It was quieter and less crowded. Other restaurants were available, we but didn’t know their location. NCL didn’t provide us with a map of the ship. Some “maps” are mounted in the stairwells/elevator lobbies. However, they are incomplete and misleading, and not available unless one knows to go there.

 

The absence of decent maps became especially irritating when we realized that passageways on several decks are not continuous. To travel between two compartments on the same deck, it may be necessary to move up and down one or two decks in the process. Nowhere is this explained, including on the skimpy maps posted in the ship.

 

Berthing areas were closed off until all staterooms were ready for occupancy. A bit after 1:00, the PA announced that all rooms were ready. Our luggage was placed outside our door around dinner time.

 

A PA announcement offered a tour of the public areas of the ship. I strongly recommend this 30-minute tour. At the end, we were given maps of the ship. Though tiny and incomplete, it was all that NCL offered, and better than using trial-and-error. Our guide was friendly, knowledgeable, and informative.

 

There are many places to eat. Several are complimentary. There are also eight “cover charge” specialty restaurants. The most expensive is the steakhouse, at $30 per person. The complimentary choices are very good. The most popular is the buffet. A buffet format imposes significant restrictions on food quality. I felt that the staff did an excellent job. We‘ve done many “mystery shops”, including several for restaurants and buffets in large resort casinos. The Jewel’s food quality is comparable or better than most casino buffets. The layout is a problem, with several “islands”, each offering a different category of food. Watching people bounce between them, crash into and cut in front of each other, reminded me of bumper cars or early video games. It is chaotic.

 

My one very negative comment concerns the coffee. After 20 years in the Navy, and an airline career, this coffee may be the worst I have ever tasted. When I commented to a server, he told me of the three machines in the buffet that prepare espresso on request. Diluting with hot water provides an Americano. It’s not great, but acceptable. I’m not a coffee snob, but NCL’s coffee is awful.

 

Better choices for eating are the two dining rooms, Azure (dinner only) and Tsar’s Palace. The latter is slightly more formal, but the food is mostly the same. The food ranges from good to excellent. The service is outstanding, and dining in either is a pleasant experience. Our adult daughter has many food allergy issues. Each dining room has a person dedicated to special menu needs. They are extremely accommodating and helpful. Once my daughter explained her restrictions, she was given a special menu from which to order her meals in advance. On subsequent days, she needed only to give her room number to the server, and her order would be prepared. NCL “nailed it” on this topic. We normally ate dinner at 5:30, to attend the early entertainment show at 7:15. The dining rooms begin filling up around 6. The complimentary dining rooms do not accept reservations, though the specialty (cover charge) ones do. The Blue Lagoon offers “comfort food” with table service 24 hours/day.

 

Overall, I cannot sing enough praises about the shipboard staff. NCL has clearly not cut corners on staffing. Their friendliness and helpfulness is the equal of the best restaurants and hotels that we’ve experienced. The Cruise Director claimed that the crew represented 60 nationalities. The most prevalent nationality of the public contact crewmembers is from the Philippines, where English is commonly spoken. All public contact employees spoke excellent English. I don’t recall ever seeing an idle crewmember, as all were busy tending to passengers or keeping the ship clean and tidy. Some bar servers seemed miffed when I didn’t add an “additional tip” to the 15% “automatic gratuity”, but the service was otherwise excellent.

 

In the afternoons and evenings, musicians abound in the Jewel. Expect to see musicians performing in many bars and restaurants, as well as in the Stardust Theater. The entertainment is very good to excellent. There is a “house band” that supports other performers and also offers a variety of their own performances. The Bandmaster for our cruise was Larry Lockwood. I’ve seen his name mentioned in other reviews. His talent for melding the skills of the performers and highlighting their talents was very evident. He’s also a gifted trumpet player. Most entertainers are under short-term contracts to the cruise line, and are ones that you would expect to see in night clubs. Some of the performances included very impressive dancing and acrobatic demonstrations that were similar to Cirque de Soleil shows, but modified for the ship’s stage and movement. The entertainment on our cruise began promptly at the scheduled time. If you’re “fashionably late”, you’ll miss some of it.

 

It would be incorrect to assume that prices are the same at all bars in the ship. The Moderno Bar, which overlooks the Atrium, charges 25 cents more for a much smaller shot of Jack Daniels than the bar in the Atrium. Also, requesting a “glass of cabernet” costs 2 dollars more.

 

The coffee bar in the Atrium uses an espresso machine that produces a very loud noise that vaguely resembles a cat being tortured. This interruption is particularly annoying during musical performances in the Atrium. Who at NCL thought this arrangement was a good idea?

 

Our stateroom was 5068. It was a “Family Oceanview” stateroom on the fifth deck, roughly amidship, on the right side. Being on a lower deck in the middle of the ship, we were less affected by the ship’s motion during heavier seas. Higher decks experienced more rocking motion, while pitching motion became very apparent as we moved away from the middle. Even in very moderate swells, it was sometimes challenging to use the stairs near the ends of the ship. If motion sickness is a concern for you, select a stateroom in the middle of the ship, on a lower deck. The worst choice would be some of the penthouse and suite staterooms. The ship has stabilizers and trim tanks, but motion was still an issue for some. “Family” meant that the room could accommodate a fourth person with a trundle bed (the third bed folds out of the wall). Our stateroom was fine for the two of us. Four would be cozy, especially for baggage. Most people spend little time in their staterooms. If you want the two single beds to be joined, call NCL or ask the room steward(ess) to make the change. Our bathroom was surprisingly tiny -- smaller than the one in our motorhome. A “person of size” would find it challenging, and might be inclined to use the more spacious public restrooms. The only way to find those restrooms is to stumble across them while wandering the ship. There are no maps to guide you, and they are scattered in seemingly-random locations throughout the ship. Showing their locations on a map, as in shopping malls, would be helpful.

 

The downside of our fifth-deck location was that the gangway to the pier was often located near our stateroom during port visits. The line for security screening hampered access to our room, in addition to increased traffic in our passageway.

 

A guest information guide, such as provided by hotels, was absent. If one were provided, it might have mentioned how to use the shower. The controls are clever and convenient, but unconventional. The right knob controls water temperature, while the left controls water flow. A guide might also mention an easy way to determine orientation on the ship: the fish on the passageway carpet face the ship’s bow. The configuration of the stairways and elevators make it easy to become disoriented. We learned about the fish from another passenger on Day 7.

 

If you’re a person who eschews watches, consider purchasing one for the cruise, perhaps at a dollar store. The staterooms do not have clocks. I found only one clock in a public area – near the swimming pools. NCL does not provide one near gangways for passengers departing on port visits. It would help to insure that their watches agree with ship’s time. Don’t plan to rely on your cell phone, because it may be fooled by stray Canadian signals while the ship is transiting between Seattle and Alaska. The ship uses “at sea” days (Days 2 and 6 on our cruise) to transition between Pacific and Alaska time zones.

 

Consider packing an electrical extension cord and a multiple outlet adapter. Our stateroom had two single outlets. The bathroom had none.

 

Don’t assume that excursions purchased through NCL are pricier than ones arranged without them. We had experience with two events. My wife attended a logging show in Ketchikan. The ship’s price was 99 cents higher than the show’s ticket window price. However, the ticket purchased directly from the show included a tax that was more than the ship’s surcharge. In Skagway, we rode the White Pass & Yukon Railway, round-trip to White Pass. The ship’s charge was $4.99 more than a ticket purchased directly from WP&YR. After a discussion with the ship’s excursion desk, we decided to purchase from them. There were four cruise ships in Skagway that day. The railroad assigns one train to each ship, and a train is waiting on tracks next to the ship’s pier. The one train that leaves from the town’s train depot (10 minute walk) was scheduled to return 15 minutes before our ship’s “all aboard” time. It was worth $4.99 for the convenience, as well as the ship’s guarantee that we wouldn’t be stranded if the excursion is delayed. Do your research.

 

The ship’s photography studio REALLY wants to sell you pictures of yourself. It’s a nuisance. The photographer will try to coerce you into having your picture taken each time you arrive and depart the ship, or participate in shipboard activities, including dining. People in animal costumes will direct you to the picture-taking spot. I politely state “no picture” and ignore them. By the end of the cruise, these people were a major annoyance.

 

The Jewel has an observation room for the bridge. It has information about the ship’s construction and history, and repeaters of some of the displays used by the bridge crew. It is on the 11th deck, forward on the port side. A repetitive video explains how cruise ships are designed and built. While it was slightly interesting, I would have preferred to hear the audio from communications with other ships and the Coast Guard’s Vessel Traffic Service. Some airlines allow passengers to monitor Air Traffic Control audio. NCL should do the same. Most passengers would probably appreciate some explanation of the cryptic text, numbers, and symbols on the navigation display repeaters.

 

Televisions in guest rooms have several channels available. In addition to ones with safety briefings, there is very poor-quality webcam video from the bow area, information about shopping and events on the ships, video of entertainment on that cruise, and a few cable channels (Fox News, MSNBC, CNBC, BBC, movies). One channel is a moving-map display of the ship’s position. It didn’t survive the departure from Seattle, and was unavailable as soon as we left. It appeared to be a system failure, rather than a deliberate act. I was surprised that NCL didn’t use other television channels to provide more technical explanations of the ship’s capabilities and how various bridge systems improve passenger safety and comfort. Judging from questions asked of the ship’s officers during the Q&A session, the number of folks at the bridge observation window, and my experience with airline passengers, many people enjoy learning about the technology.

 

The Jewel has 12 elevators for passenger use, in three banks of four. That’s not enough. Most elevator lobbies had passengers waiting. Instead, we used the stairs. In addition to often being faster, it burned calories from the ship’s dining opportunities.

 

If you dislike eating only when you’re told to eat, and/or prefer to dress casually, NCL’s “Freestyle Cruising” is for you. Basically, it’s eat when you want, dressed as you want (within reason). The fancier of the two complimentary dining rooms, Tsar’s Palace, is an elegant restaurant, with the most “strict” dress code. It requires men to wear at least nice jeans, a collared shirt, and closed-toe shoes. All restaurants require that passengers in swimwear also wear a top cover. If these requirements are too stringent, you belong in a dive bar, not a cruise ship. The one “dress-up night” on the cruise was optional. Attire at dinner that night in the Tsar’s Palace ranged from tuxedo/evening gown to jeans.

 

NCL learned from the shipboard illnesses that plagued the industry a few years ago. Hand sanitizer dispensers are everywhere. Everyone boarding the ship and entering restaurants will have their hands sanitized. We saw bartenders wipe liquor bottles with sanitizer.

 

Watching four cruise ships disgorge their passengers in towns as small as Ketchikan or Skagway is awe-inspiring. The streets, restaurants, and shops in the towns are crawling with tourists, as the number of visitors exceeds the town’s population. It’s a bit like watching a swarm of ants attack a picnic. Our cruise was at the end of the season, so much of the stores’ merchandise was on sale.

 

Late evening on Day 5 included a “Chocoholic Buffet”, where the buffet area was transformed into a cornucopia of chocolate desserts, with chocolate statues and ice sculptures for decoration. It was very popular with the passengers, and a great idea.

 

NCL stumbled badly in their handling of a weather situation. About 30 minutes after departing Skagway on day 5, the Captain made a PA announcement about an itinerary change. His PA presence is not particularly effective, the PA is not broadcast to all areas of the ship, and most people continued talking, making it difficult for others to hear. The announcement stated that a large storm was approaching the area, causing rough seas for the route to a port visit in Victoria, BC. To provide a more pleasant ride, we would travel in more protected waters, with two days at sea, not stopping in Victoria. That decision was reasonable. However, the announcement was too late for passengers to use their cell phones to cancel reservations or to inform people they’d planned to meet. The only way for affected passengers to contact others is to use the very expensive shipboard Internet or telephone communications systems. Essentially, NCL would profit from the change. A better approach would have been to provide notices on the television system, PA announcements, signs at the gangways, etc., as soon as the decision was made. I doubt that the itinerary change was decided after departing Skagway, when the announcement was made. No “gold star” for NCL.

 

It is clear that NCL does not provide guidance to its captains on effective use of the PA. In my airline career, I was very conscious of the impact on passengers of my announcements, and chose my words carefully. I also planned what I’d say before picking up the microphone. NCL should do the same.

 

The Cruise Director, Jamie, was present at most major events, and was an exceptionally good ambassador for NCL.

 

Our cruise terminated in Vancouver, being the Jewel’s last Alaska cruise of the season. NCL provided no information, other than stating the Vancouver destination. I learned on my own that we would be docking at the Ballantyne Pier, which is the overflow cruise ship pier, about a mile from the primary one. That information came from the Port of Vancouver website. A call to NCL about recommendations for travel from Vancouver to Seattle resulted in being told that they could only arrange transfers to the

Vancouver airport. On my own, I learned that the best option was a Canadian bus company called Quick Shuttle. They offer excellent service from either cruise ship terminal to Bellingham, Seattle, and SeaTac airport. Not only was NCL of no help, but they missed a revenue opportunity. Our bus was full of NCL passengers, with two later buses scheduled that morning. Several other cruise ships were also docked at Vancouver. For a company that misses few opportunities for generating revenue from passengers, I was amazed that NCL had not established a “partnership” for this. In addition, this failure to provide basic information (such as our arrival into an overflow pier) was extremely disappointing, and served only to detract from the superior experience provided by the shipboard staff. Big black mark for NCL.

 

Quick Shuttle buses depart the Ballantyne Pier 15 minutes earlier than the Canada Place Pier. Reservations for this pier must be made by phone, not on-line. Our bus driver, Nancy, was outstanding in every respect.

 

Information from NCL about debarkation at Vancouver was non-existent. We wondered if we could hand-carry our luggage, given that we would need to clear Canadian customs. Also, when would we actually leave the ship, since our documents showed an 8:00 AM arrival, and stated that passengers could expect to leave the ship two hours after arrival? We planned to take an 8:45 Quick Shuttle bus. A combination of discussion with the ship’s Guest Services desk, and a PA from the Captain, indicated that we would leave the ship around 8:00. We actually left at 7:30. There was no published information about luggage handling on arrival. Passengers wanting assistance with luggage could select a debarkation time of 8:00, 8:30, or 9:00. Tags with those times were placed in the shore excursion information area on Day 6, along with minimal information about the process. First-time cruisers might not look there, since port visits were over. By the time we noticed the tags, the 8:00 ones were taken. We planned to carry our own bags, but it could be frustrating for some. To summarize the debarkation topic, NCL was of no help, other than very limited information on the ship. Another black mark for NCL. However, as with departure, many staff members were present to guide passengers through the terminal.

 

In summary, NCL’s corporate offices rate no more than “barely acceptable” from me. Except for the schedule change issue, the onboard crew was wonderful. NCL’s Freestyle Cruising and the outstanding performance of the crew will likely make NCL our default choice for future cruises. I now know that NCL will not provide me with the necessary information. I must find it myself.

[blindrid]

Seems like you being a newbie is caused you to over analyze things. The website gives you a lot of info through the FAQ section. I do not like their website as it is a bit cumbersome but it's doable.

 

The Jewel is one of my favorites and found maps to be quite useful but again, your newbie status may have gotten in your way as we've all been there.

 

A lot of your comments like "instruction on how to use a shower". Certainly you jest. It sounds like cruises may not be your style.

 

I have yet to find different bars charging different prices but will have to believe you on this one. Your phone has the time listed on the screen. TV also has the ships time.

 

In summary, I think your expectations were a bit high and with my early cruises part of the fun was learning the things you feel someone should have told you. The staff has always been good at answering questions and maybe ou should have asked when in doubt.

[amsinger1]

I was on the same cruise. Not my first, but my first with NCL. I agree with a lot that he is saying. We never found the small maps, we did see a few people with them and asked where they got them and when we went, they were out. For us, not a big deal, as most ships are basically the same.

 

Yes, the bars do charge different prices!! I did notice that on day 2 and asked. I would only order our dinks from certain bars.

 

We never heard about missing Victoria until around 9 am on the day we should have been there. Not a big deal for us, we did not have any plans on what we were going to do, but never heard anything.

[smurfjet]

Thanks for the response. I'm curious about what cabin you were in, and your feelings about the ship's motion. My wife and I had no problems (I'm retired Navy), but our adult daughter spent an entire day seasick, along with several crew members.

 

I'm very curious about how NCL compares to other cruise lines that you've used. My wife and I enjoyed our cruise, but we're uncertain about taking another. We're fortunate in having many travel options open to us (we own a large motorhome, I'm retired airline and retired military). I'm very much interested in your thoughts about cruising, in general, and how the various lines compare. Thanks. Andy

[amsinger1]

We were in cabin 10056, it was almost mid ship balcony. The motion was not a problem for us. My husband is retired Navy also, he did 25 years. I usually have pills or the patch, but forgot them in my packing. I guess it was in my head that I got sea sick, I never got sick. I did feel like I was rocking for a few days after, but that is my norm.

 

A cruise, I think, is how you go into it. It is not the good old days when it was a glamorous way to travel. As with the airlines, it is a easy way to travel from point A to B. Everything is done for the masses and the quality is not always there. I truly enjoy cruising, I like having my hotel with me to see new places. We have a travel trailer and we love to go out and explore also.

 

We have only ever been on Carnival, other than this past NCL. We have enjoyed both. I know I will go back to Carnival, we are about 10 nights away from being platinum. Will I go back on NCL, sure if the price is right and where we want to go. We are in our early 40's and still want some night life. I really did not notice much difference, I think the rooms on Carnival are bigger, but the food is about the same. You can dine on your own time and have a lot of the same options. Not as many different "specialty" restaurants, but everything else.

 

It is just my opinion, not everyone agrees. That is the beauty of America! We can all choose how to spend our money and enjoy what we want. Thanks to your service in the military to helps us keep that right :)

 

I think you should try again, now at least you know a bit more of what to expect. There are so many different options it is hard to say what is best.

 

Anne

[Cruise_More_Often]

Seems like you being a newbie is caused you to over analyze things. The website gives you a lot of info through the FAQ section. I do not like their website as it is a bit cumbersome but it's doable.

 

The Jewel is one of my favorites and found maps to be quite useful but again, your newbie status may have gotten in your way as we've all been there.

 

A lot of your comments like "instruction on how to use a shower". Certainly you jest. It sounds like cruises may not be your style.

 

I have yet to find different bars charging different prices but will have to believe you on this one. Your phone has the time listed on the screen. TV also has the ships time.

 

In summary, I think your expectations were a bit high and with my early cruises part of the fun was learning the things you feel someone should have told you. The staff has always been good at answering questions and maybe ou should have asked when in doubt.

I agree with you. It's really too bad smurfjet didn't find Cruise Critic before his cruise. My husband and I started cruising before the Internet, and we knew nothing about what to expect. We cut the ship's map out of the brochure we got from the travel agent and used that on the ship. To this day, regardless of how many ships we've been on, I don't want to know everything about a new ship or new port. I need a little of the unknown so I can figure it out for myself. I figure it won't be the last time I'll be on that ship or in that port.

[smurfjet]

Seems like you being a newbie is caused you to over analyze things. The website gives you a lot of info through the FAQ section. I do not like their website as it is a bit cumbersome but it's doable.

 

The Jewel is one of my favorites and found maps to be quite useful but again, your newbie status may have gotten in your way as we've all been there.

 

A lot of your comments like "instruction on how to use a shower". Certainly you jest. It sounds like cruises may not be your style.

 

I have yet to find different bars charging different prices but will have to believe you on this one. Your phone has the time listed on the screen. TV also has the ships time.

 

In summary, I think your expectations were a bit high and with my early cruises part of the fun was learning the things you feel someone should have told you. The staff has always been good at answering questions and maybe ou should have asked when in doubt.

 

 

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Thanks very much for the reply. It's always good to see different perspectives, and to be reminded that two people can have dramatically varying "realities" from the same experience. I appreciate your comments.

 

 

 

It’s pretty clear that we come from two different camps. You appreciate being surprised and enjoy the challenge of learning new things. I don’t.

 

I should offer some additional background. Believe it or not, I actually edited several comments in my original post, in the interest of brevity.

 

I am retired from three careers. The first was a Navy pilot (also qualified as a shipboard officer). I spent most of my career in combat units. I also had a career as an airline pilot. After early retirement from the airline career, I had a third at Boeing, where I was involved in flight deck technology issues – both as a designer and as a Subject Matter Expert for engineers to consult. I had a strong technical background, including experience as a national-level Project Manager for the Air Line Pilots Association’s safety program. That background has defined the person that I am, for better or worse….

 

I also have a BA in Business Administration, and an MBA. I’ve tried to remain roughly current with my MBA studies, by following the successes and failures of various companies and organizations. I’ve seen the characteristics of successful organizations, as well as failing ones.

 

More to the point, my wife and I have done many mystery shops, where companies hire us to pose as customers, to evaluate their services and employees. I am accustomed to writing detailed evaluations of what was done right and wrong, from a customer’s perspective. Enlightened companies actually worry about whether their employees are complying with their policies, as well as how they would be perceived by customers. I was trying to be of service to both NCL and first-time cruisers. Basically, I’m a “do-gooder”. I hate to see companies failing. Managers need good information to be good managers. I’m a fan of giving feedback. Sadly, many companies just don’t care, and they outsource their Customer Relations to people with no power to effect any change. Ultimately, most of those companies will exist only in history books (and Wikipedia). Anyway, these were my observations. Yours may be completely different, but are probably tainted by your greater experience. FWIW, my wife did an Alaska cruise on a different line, a few years ago. She was hired to evaluate the casino on the ship, but had many observations about the shipboard experience.

 

My post had two audiences: NCL and first-time cruisers. Actually, experienced cruisers would gain little from reading my post. FWIW, I provided a courtesy copy of my post to NCL. I’ll be interested to see if they respond. I will be disappointed, but not surprised, if they don’t.

 

With my background, surprises are a VERY bad thing. The implications in combat are obvious. In the airline environment, my passengers entrusted their lives to my having anticipated everything that would happen on that flight, and to have planned responses to reasonably foreseeable events. Compared to my peers, I had an “eventful” career. I quit counting the number of times that I used the “E-word” with Air Traffic Control, but it is well north of a dozen. None of my passengers were ever injured. At Boeing, I frequently mounted my “soapbox” to influence design considerations for airliner flight decks.

 

For that reason, I hate surprises. My wife knows to never plan a surprise birthday party for me. I want to know what to expect, and will spend considerable time in research, even before we go for a walk in a new park, or visit a new destination. I don’t like surprises – anywhere.

 

That is why NCL frustrated me: they provided inadequate information about what I should expect. As an airline pilot in uniform, I felt that I had an “Information” sign on my hat. VERY understandably, scared and frustrated airline passengers would ask me a wide variety of questions. Airlines ASS-U-ME that everyone is an experienced traveler. I empathized with these folks, and shared their frustration. Time permitting, I would accompany them to their desired gate/counter. Failing that, I would introduce them to an appropriate employee, or at least point them to the correct place. While it was a repetitive nuisance for me, I understood their plight, and hated the airlines for their cavalier attitude. My complaints about NCL stem from that same concern.

 

I eventually found the answers to my cruise questions. NCL was no help with most of them. Some of your comments reflect the background of an experienced cruiser who’s forgotten what it’s like to be a first-time person. I visited NCL’s FAQ page several times. You wouldn’t have made your statement if you were familiar with it. The Customer Service reps were helpful, as I’ve mentioned. However, there were usually long lines at the shipboard desk. As for the Vancouver debarking, the corporate CSR folks were of ZERO help. That isn’t a reflection on the individual reps, but on the corporate executives, who obviously didn’t care. As I mentioned in my post, that is amazing, when considering the competitive environment faced by cruise lines. The term “spectacularly incompetent” comes to mind.

 

The shower controls may be standard on a cruise ship, but I’ve not encountered them before. For most of my adult life, I spent 2/3 of my time away from in home, living in hotels. These shower controls were a first for me, though I think it’s a wonderful idea.

You are quite correct that the “ship’s time” is available on the phone. Do you feel that’s adequate as the only source of time on the ship? I’m 62, and use reading glasses. The screen’s font was tiny and the phone wasn’t especially convenient. Is there a problem with advising future first-timers to not expect a clock in the room, as nearly every hotel/motel provides? Many folks now rely on cell phones for time, and don’t wear watches. I didn’t want them to make a flawed assumption about relying on their phone (we experienced the problem that others have reported). I’ll trust you that the television provided ship’s time, but I never saw it, despite exhaustive study.

 

As you may, or may not, be aware, the cruise industry has an increasing number of staterooms chasing a largely-static group of potential customers. They are desperately trying to entice new “cruisers”. If they are to succeed, there will be more of us “first-timers”. I’d like to help them.

 

In summary, my wife and I enjoyed our cruise. My comments were based on our experience, along with our adult daughter and her friend who accompanied her, combined with conversations with other passengers. In all honesty, I must state that the superb efforts of the shipboard crew were mitigated by the incompetence of the corporate staff. If nothing else, that has a subconscious impact on our impressions of NCL, and cruising, in general. We’ve not decided on taking another cruise, although I’m interested in ones on the Columbia River and in Puget Sound (not NCL). NCL, especially the shipboard staff, has tried very hard to make us repeat customers. The corporate staff could have done better.

 

We’re fortunate, in having several travel options available to us. In addition to owning a large motorhome and membership in various campground organizations, we have both airline and military travel benefits. The cruise industry represents only one option for us. Although I expect that NCL will be our default choice, if we decide on another cruise, that’s a huge “IF”. Andy

[smurfjet]

I agree with you. It's really too bad smurfjet didn't find Cruise Critic before his cruise. My husband and I started cruising before the Internet, and we knew nothing about what to expect. We cut the ship's map out of the brochure we got from the travel agent and used that on the ship. To this day, regardless of how many ships we've been on, I don't want to know everything about a new ship or new port. I need a little of the unknown so I can figure it out for myself. I figure it won't be the last time I'll be on that ship or in that port.

 

You'll probably find this amusing, but I did review Cruise Critic before sailing. Most of my comments reflect questions that I had, after reading all of the reviews.

 

My hope was to "fill in the blanks" from the other reviews. Andy

[smurfjet]

We were in cabin 10056, it was almost mid ship balcony. The motion was not a problem for us. My husband is retired Navy also, he did 25 years. I usually have pills or the patch, but forgot them in my packing. I guess it was in my head that I got sea sick, I never got sick. I did feel like I was rocking for a few days after, but that is my norm.

 

A cruise, I think, is how you go into it. It is not the good old days when it was a glamorous way to travel. As with the airlines, it is a easy way to travel from point A to B. Everything is done for the masses and the quality is not always there. I truly enjoy cruising, I like having my hotel with me to see new places. We have a travel trailer and we love to go out and explore also.

 

We have only ever been on Carnival, other than this past NCL. We have enjoyed both. I know I will go back to Carnival, we are about 10 nights away from being platinum. Will I go back on NCL, sure if the price is right and where we want to go. We are in our early 40's and still want some night life. I really did not notice much difference, I think the rooms on Carnival are bigger, but the food is about the same. You can dine on your own time and have a lot of the same options. Not as many different "specialty" restaurants, but everything else.

 

It is just my opinion, not everyone agrees. That is the beauty of America! We can all choose how to spend our money and enjoy what we want. Thanks to your service in the military to helps us keep that right :)

 

I think you should try again, now at least you know a bit more of what to expect. There are so many different options it is hard to say what is best.

 

Anne

 

Thanks a bunch for the your reply. That's exactly the type of info that I was hoping to hear. I appreciate it.

 

You're quite right, that a second cruise will be a dramatically different experience than the first one. It's all "input" for the decision on whether there will be a second one.

 

If NCL actually responds to my e-mail to them, and makes changes, that will be a huge positive. If not, I'll consider that to be a huge negative for them, vis-a-vis other cruise lines. As I mentioned, it's a very competitive industry, much like the airlines. The differences between them can be very minor.

 

Thanks to both you and your husband for your service. As you know, "the whole family serves". I'm very proud of all of us for our contributions to the country. Andy

[smalltownmomwa]

We went on our first cruise ever on the Jewel in May. As did you, I found more useful information here than from NCL. We asked for a map the first day and found it barely useful. I didn't figure out the shower controls until the third day (and I have travelled quite extensively, worldwide).

 

Overall, we had a great cruise and none of the lack of info hampered us. But NCL could learn much by coming on these boards and seeing the questions that are asked.

 

Sent from my XT897 using Tapatalk 2

[svejkat]

I was on this same trip. I was not impressed with NCL. I have been on 11 cruises- Carnival, Holland America, RCL, MSO to name a few- but this was my first and likely last on NCL. Staff was very nice , casino fun and cabin on 9th deck aft with balcony adequate. I did not find their daily newsletter as well put together as Carnivals.

 

It was not clear to very many people about disembarkment or where to get your tags. Normally they are delivered to you.

 

As far as food- well I lost 4 lbs so that speaks for itself and I am a Foodie.

 

There website was not helpful and found out more info here on CC then their website.

 

I thought Captain Lars did a fine job regarding the storm and I found it exciting.

 

All in all this was my second cruise to Ak and being from AZ did not mind the rain and cold. I am sure I have seen what I need to see.

 

Did take the Orca Whale tour and saw a lot of whales, Humpbacks, Orcas and Killers- Was great. They were close an lots of photo ops. The Deadliest Catch tour was really not worth it but of course had to do it.

[Doandroidzdream]

Very helpful review, thank you! And anyone who uses the word 'miffed' is OK in my book :)

[mxbotto]

I know this is a year later but we are about to sail on the same exact cruise (a year later). This will be our second cruise but our first on NCL. I really appreciated your thorough review. While it is painted with a "don't like surprises" perspective so slightly on the pessimistic side, I totally remember getting into the shower the first time we cruised (Mexican riviera for our honeymoon) and thinking "what in the world? how does this work?" (my husband is a manufacturing engineer so figured it out pretty fast but glad to see I wasn't the only one that didn't instinctively know how it worked lol)

 

I know it has been a while for you but if you recall, how was the weather for your cruise? We live in Bellingham so am used to the northwest weather, but am curious how it was on the ship itself. Would there be any point to bringing shorts? (or do they keep it pretty cool indoors as well), also it is hard to tell from the as you say limited information online but are any of the hot tubs indoors or is it all outside (looks like the pool is outside too?) so is there much expectation for swimming? lol (we are going for our 10th anniversary and are bringing our 5 and 2.5 year old with us)

[smurfjet]

I know this is a year later but we are about to sail on the same exact cruise (a year later). This will be our second cruise but our first on NCL. I really appreciated your thorough review. While it is painted with a "don't like surprises" perspective so slightly on the pessimistic side, I totally remember getting into the shower the first time we cruised (Mexican riviera for our honeymoon) and thinking "what in the world? how does this work?" (my husband is a manufacturing engineer so figured it out pretty fast but glad to see I wasn't the only one that didn't instinctively know how it worked lol)

 

I know it has been a while for you but if you recall, how was the weather for your cruise? We live in Bellingham so am used to the northwest weather, but am curious how it was on the ship itself. Would there be any point to bringing shorts? (or do they keep it pretty cool indoors as well), also it is hard to tell from the as you say limited information online but are any of the hot tubs indoors or is it all outside (looks like the pool is outside too?) so is there much expectation for swimming? lol (we are going for our 10th anniversary and are bringing our 5 and 2.5 year old with us)

 

I'm sorry that this reply is too late for your cruise. Cruise Critic didn't advise me that there was a new reply in the message thread.

 

The weather was largely drizzly and cloudy. A big storm from the West caused the Victoria port call to be canceled. That storm caused a surprisingly rough ride for a vessel of this size (I'm retired from the Navy). Our adult daughter was seasick for a day, along with many crewmembers. With the stairways located at the ends of the ship, navigating them became very interesting. We used the stairways exclusively, to minimize weight gain on the cruise.

 

Canceling the Victoria visit was a prudent decision. However, it is beyond disgusting that we weren't notified until after leaving port, when the ship was beyond cell phone range. Some passengers had plans to meet people in Victoria. Not everyone heard the PA announcement, as the captain had very poor PA skills and most people kept talking, so it was difficult to understand the announcement. I would like to know what logic the Captain used to delay informing the passengers of a decision that was clearly made several hours before departure. Perhaps he was hoping to generate additional income from passengers' frantic phone calls and e-mail messages.

 

As a follow-up, NCL refused to respond to either of the two courtesy copies of my review (sent 6 months apart). I've decided to not use NCL for any further cruises. BTW, we just returned from an absolutely delightful Columbia River cruise on the American Empress. I just submitted a lengthy review of this ship (American Queen Steamboat Company). However, the Empress is not suitable for children, as there are no activities for them. FWIW, we live in downtown Seattle.